IT Help Desk Technician

E-INFOSOL LLC is seeking an IT Help Desk Technician to support a contract with the U.S. House of Representatives in Washington, DC. Come join a team that collaborates across the entire organization to bring the right solution to our customers and drive innovation.

Job Description:

Perform in a Technology Service Desk environment that assists House offices staff on campus primary offices and nationwide, state, and district offices in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and HIR-developed applications and remote access RSA SecurID, VPN access.

1st, 2nd and 3rd shift available

Candidates will provide end-user support for technology related services such as:

• End-user software/hardware troubleshooting

• Mobile device ordering, configuration, and apps installation

• Peripherical support, e.g., printers, headphones, USB camera’s

• Computer/laptop imaging

• Computer/laptop disconnect/reconnect

Responsibilities:

• Must maintain a high degree of customer service for all support calls and adhere to all Quality of Standards.

• Provide front line phone, Live Chat, and Remote Desktop support, may be required to resolve requests via on-site visit(s).

• Provide support for application software installation and use.

• Provide Mobile Device Support, Android, iOS, Devices

• Assist in developing user documentation/installation procedures.

• Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.

• Serve as the clearinghouse for posting “Alert” Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.

• Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.

• Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.

• Willingness to participate in HIR projects and initiatives for House customers.

• Serve as the technical resource and solution-provider for the Technology Partners.

• Work closely with other HIR groups to support current technology.

• Interact with other HIR groups as appropriate to efficiently respond to user requests/problems.

•Partner with vendors to identify and resolve problems.

• Confer with senior engineering staff to resolve more complex problems.

• Ability to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.

• Provide Mobile Device Support, Hardware/Software installation and configuration support.

• Provide support for House offices in installing and using House supported software

• Assist in developing user documentation/installation procedures.

• Maintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.g., USB camera’s, accessories used for applications like Teams, Skype, etc.

 • Provide consulting support to the House offices.

• Serve as a resource for solving user problems requiring an advanced level of technical support.

• Migrate user data upon request.

• Ability to create and image computers/laptops.

• Configure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc.

• Perform other official duties as assigned.

Required Experience:

Candidates must be able to configure and troubleshoot Commercial off the shelf (COTS) Software PCs, MACs, mobile devices: smartphones, tablets, printers, and multifunction devices with an intermediate to advanced level of knowledge working with various Windows, MAC, IOS, and Android operating systems software, as well as intermediate foundational knowledge of physical, network and application layers, tools such as the TCP/IP protocol commands for resolving reported issues.

• Must be able to interact with executive-level customers and management

• Possess excellent customer service skills

• Ability to work in a fast-paced environment and meet challenging deadlines.

 • Demonstrated excellent communication skills and telephone mannerism.

• Strong business/systems analysis experience working closely with users to resolve problems and capture new business requirements.

• Experience/exposure Cisco AnyConnect

• Experience with Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred but not required.

• Be self-motivated to work supervised and unsupervised as needed.

• Five (5) years minimum experience with the following:

·         Advanced level of knowledge working with various Windows, MAC, iOS, Android operating systems software

·         Active Directory User & Account Administration

·         Microsoft Windows and Office 365 applications

·         BMC Remedy Incident, Change or Knowledge Management

•Three (3) years minimum experience with the following:

·         Supporting clients using remote access software

·         Supporting remote connectivity (VPN)

·         Working in an IT Call Center environment

·         Supporting Mobile operating systems, i.e. iOS, Android

·         Supporting Microsoft Office365 Pro Plus; SharePoint, and Exchange Online.

1-year minimum experience supporting virtual conferencing solutions

• Experience with MS Teams, WebEx, and Zoom applications preferred but not required.

Other Experience (preferred but not required):

·         Experience with MS Teams, WebEx, and Zoom applications 

·         Experience with Remote SEcureID console 

·         Related IT certifications 

·         Related College degree 

·         ITIL qualification 

·         MCP Office 365 Certification 

·         Experience with Mobile device Management Console (AirWatch, Apple Business Manager) 

Clearance

• NA

About E-INFOSOL:

E-INFOSOL is a Service Disabled and Veteran Owned Small Business (SDVOSB) located in the Washington, D.C. metropolitan area. We are a premiere IT Security, Cloud and Virtualization provider servicing both federal and state government, and private sector customers. Through strategic partnerships with top industry players such as Amazon Web Services (AWS), VMware, Microsoft and Nutanix, we are able to provide an array of IT products and solutions, combining them with our expertise.

Why E-INFOSOL:

E-INFOSOL has 10 years in the digital world expanding with new clientele and jobs rapidly. E-INFOSOL is constantly aware of, technical changes within IT and wants to ensure future candidates can make a difference with contributing their different skills and knowledge. We offer an array of architectural, engineering, and information technological jobs to a diverse group of candidates. Come join the E-INFOSOL family and be a part of the vast growing culture that contributes to the world.

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